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2011 Hotel Technology Forum
FULL AGENDA
Wednesday, April 20, 2011 / Arrival Day
10:00 am - 7:30 pm Registration Open
12:30 - 5:30 pm Golf
7:00 - 8:00 pm Welcome Cocktail Reception
Evening Sponsor Activities / Dinners
   
Thursday, April 21, 2011 / First Day of Sessions
8:00 am - 7:30 pm Registration Open
8:00 - 8:45 am Networking Breakfast
8:45 - 9:00 am Opening Comments
* Publisher's Opening Remarks
   ** Lenore O'Meara, Publisher, Hospitality Technology
* Honorary Chairperson's Opening Remarks
   ** Robert Webb, Chief Information Officer, Hilton Worldwide
9:00 - 9:50 am Opening Keynote Address
The Pluses and Perils of Personalization

Keynote Speaker: Katrina Lane, Sr. Vice President & Chief Technology Officer, Caesars Entertainment Inc.

Personalization is a common goal of businesses today and can be used to productively tailor customer experiences. In today’s keynote, Caesars Entertainment SVP and CTO Katrina Lane will discuss a few examples of how Caesars has leveraged customer information. The examples will highlight some of the topics that will be discussed in detail throughout the Forum such as driving web conversion, the intersection of customer service and technology, and differentiating the customer experience. But in this context, Caesars believes that personalization should not be considered a one-size-fits-all/must-do-in-all-cases approach to customer interactions. For example: in one case, Caesars has found customer choice trumped personalization (at least so far); in another, personalization is driving behavior; and in a third, Lane will discuss one of the challenges Caesars sees in moving to a real-time one-on-one conversation with customers. 
9:50 - 10:10 am
 
Editorial Welcome Remarks & 2011 Visionary Awards
Abigail Lorden, Editor-in-Chief,
Hospitality Technology
10:10 - 11:00 am General Session #1
Revenue Management thru Technology & Vision

Speaker: Kathleen Cullen, Corporate Director of Revenue Strategies, Heritage Hotels & Resorts

A solid revenue management strategy is critical to hotel operations, even more so in the wake of the recent economic climate. This session takes a visionary approach to revenue management, covering critical issues and trends impacting the field now and in the future. A hotel executive and visionary thinker in revenue management will help hotel technology executives better understand their role in revenue management; will discuss next-gen RMS technology needs; and will provide attendees with a road map for revenue management success, with action items for now, and in the near- and long-term.
11:00 - 11:40 am Networking Coffee Break
11:40 - 11:45 am Editorial Polling Segment
Abigail Lorden, Editor-in-Chief,
Hospitality Technology
11:45 am - 12:35 pm General Session #2
Solving Networking & Connectivity Challenges

Moderator: Cihan Cobanoglu, Ph.D., Professor & Graduate Coordinator, University of South Florida

Panelists:
1) Mike Uwe Dickersbach, CHTP, NICE, MCP, Vice President, Information Technology, Thayer Lodging Group
2) Simon Eng, Vice President, Information Technology, CTF Development Inc.
3) Darrin R. Pinkham, CHTP, Vice President, Information Technology, Benchmark Hospitality International

Hotels continue to struggle with a host of challenges in networking and connectivity. From the size of the pipe into the property to changing bandwidth demands in the guestroom; from cell phone connectivity woes to conflicting opinions regarding HSIA pricing models, a panel of hotel executives, hosted by an industry expert, share ideas and discuss best practices for solving some of today's top networking and connectivity challenges.
12:35 - 2:00 pm Networking Luncheon with Topic Tables
2:00 - 3:05 pm General Session #3
2011 Lodging Study: First Look at Landmark Research

Speakers:
1) Abigail Lorden, Editor-in-Chief, Hospitality Technology
2) Mehmet Erdem, PhD, CHTP, Assistant Professor, Hotel College, UNLV

Not to be missed, this exclusive presentation of the results of Hospitality Technology's "2011 Lodging Technology Study" will offer a full market update on the hottest trends and technologies affecting the lodging industry. This compelling session will address hotel technology budgets and priorities, top PMS system features and functions, an update on operators' PCI efforts, drivers for new technology investments and more. 
3:10 - 4:30 pm Roundtable Workshops
These hands-on interactive workshops give lodging executives a platform to discuss pressing business challenges and solutions in a roundtable setting. Offered concurrently, these workshop sessions will allow groups of approximately 30 operators the opportunity to work through the top-of-mind issues that are most important to them. The workshops will be driven by group discussion; teams of two moderators will help foster the exchange of ideas and will capture group feedback. Pre-set agendas will be further shaped during the workshops based on the needs and interests of the group. Operators may choose from one of three workshops:

Workshop #1: Technology to Improve Customer Service
Co-Facilitators:
1) Fred Crespo, Vice President of Information Technology, Rosewood Hotels & Resorts
2) John Prusnick, Director, IT Innovation & Strategy, Hyatt Hotels Corporation


What are some of the technologies that are critical to improving customer service and overall guest satisfaction? This workshop will offer attendees the ability to discuss their must-have customer service technologies, and how they are leveraging these solutions to improve service levels and keep guests coming back for more. Topics can include: CRM technologies, social networking, concierge solutions, HSIA, in-room technologies, etc.

Workshop #2: Integration Struggles & Strategies
Co-Facilitators:
1) John Gowers, IT Director, Blue Mountain Resorts
2) Terry Price, CPA, CHAE, CHTP, Chief Information Officer, The Grove Park Inn Resort & Spa


As most hoteliers know, the road to hotel system integration can often be lined with potholes. This workshop offers attendees a platform to discuss not only their struggles, but the strategies that they followed to achieve integration success. Topics can include interfaces related to: property management systems, in-room technologies, locking systems, energy management, etc.

Workshop #3: PCI Compliance and Beyond
Co-Facilitators:
1) Nelson F. Garrido, CHTP, VP of Information Technology, Noble Investment Group
2) Douglas C. Rice, Executive Vice President & CEO, Hotel Technology Next Generation

The lodging industry is often one of the biggest victims of data security breaches. This workshop will cover the major tactics and strategies that hoteliers can leverage to achieve PCI compliance and security, including a discussion of: the recently-released PCI DSS v2.0, network security best practices, data encryption and tokenization, security tactics outside of the scope of PCI and more.
6:00 - 7:30 pm Cocktail Reception
7:30 - 9:00 pm Microsoft Visionary Awards Dinner
   
Friday, April 22, 2011 / Closing Day
8:00 am - 12:15 pm Registration Open
8:00 - 8:45 am Continental Breakfast / Exhibit Hall
8:45 - 8:50 am Day Two Opening Comments
Honorary Chairperson: Robert Webb, Chief Information Officer, Hilton Worldwide
8:50 - 9:40 am Day Two Keynote
Next-Gen Property Management: choiceAdvantage and Beyond

Keynote Speaker: Todd Davis, Chief Technology Officer, Choice Hotels International

More than a decade ago, Choice hotels changed the industry by introducing choiceADVANTAGE, a proprietary system that lives in the cloud and blurs the lines between property management and central reservations. In this session, Todd Davis, the CTO of Choice, will show how choiceADVANTGE has removed the barriers between property and central systems, allowing Choice to meet its needs of global distribution and guest personalization. From there, Davis will discuss next-gen trends in PMS that property management technology and hotel executives themselves must move to in order to meet the quickly-evolving needs of the future.
9:40 - 9:50 am Editorial Comments
Abigail Lorden, Editor-in-Chief, Hospitality Technology
9:50 - 10:40 am General Session #4
The Guestroom Difference: Technologies that Differentiate & Influence

Moderator: Daniel J. Connolly, Ph.D., Associate Dean, University of Denver Daniels College of Business

Panelists:
1) Jason Harper, Vice President, Technology, Morgans Hotel Group
2) George Lott, Director, RGT Strategy & Innovation, Revenue & Guest Technology, InterContinental Hotels Group
3) Josh Weiss, Vice President, Brands & Guest Technology, Hilton Worldwide

When it comes to the guestroom, having the right mix of in-room comfort and connectivity can go a long way in influencing guests' booking decisions. This compelling panel of hotel executives will discuss the in-room technology trends that are most likely to impact guests' hotel choices. What amenities should hotels be focused on, how quickly do they need to upgrade, and what can they expect to spend? The panel will address these and other questions relative to such technologies as: bandwidth and HSIA pricing, television content and in-room media systems, green technology, guestroom concierge solutions, self-service, mobile communication tools and more.
10:40 - 11:20 am Networking Coffee Break
11:20 am - 12:10 pm 





 
General Session #5
Innovation Case Study: Cloud Computing

Speaker: John Prusnick, Director, IT Innovation & Strategy, Hyatt Hotels Corporation
For several years, Hyatt Hotels Corp. has successfully but very quietly been adopting cloud computing technology as an industrialized applications suite. In this session, Hyatt pulls back the curtain and shares how they’ve removed technology at the property level, through a multitude of vendor relationships, to reap significant functionality and agility. Get visionary insights into best practices for cloud computing across a range of applications, including sales and catering; property management; video surveillance; PBX systems; messaging; finance/back office and more.
12:10 pm Forum Closing Comments
Lenore O'Meara, Publisher,
Hospitality Technology
12:15 pm 2011 Hotel Technology Forum Concludes